Review Time
WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question. Also if you leave an email for the company at the email they tell you to use the response is even more generic than the human that answers the phone. I STILL have not gotten answers to two very basic questions!!!!! PS - You can buy their products from other sellers for less!!!
WORST CUSTOMER SERVICE!!!! The customer service number person will give you a generic answer that does not answer your question. Also if you leave an email for the company at the email they tell you to use the response is even more generic than the human that answers the phone. I STILL have not gotten answers to two very basic questions!!!!! PS - You can buy their products from other sellers for less!!!
They have lack of transparency.You will buy and give you a date and then suddenly is delayed and they link you to another page saying that is expected the delay.After all you contact customer support and whoever talks there use his best sarcastic way to tell you that is your fault on their lack of transparency
I placed an order using a promo code that included additional complimentary gifts. However, these gifts were never delivered. I reached out to customer support several times — both by email and through two phone calls — but my issue has not been resolved.It is clear that support agents are not reading the content of my messages. I keep receiving the same template responses that do not address my concern. When I asked to be contacted by a supervisor, I was told that my call “was scheduled,” yet nobody ever followed up.This level of service is unacceptable for a brand that positions itself as a premium luxury retailer. I expected significantly better customer care, especially considering the price point of Kerastase products.
9/2/2025 asked for a refund on 8/27. No response, still no product shipped. Terrible terrible company.Ordered 8/12/25. They printed a label on 8/15 and claimed it was shipped. Here it is, 8/27, and UPS still doesn't have the package. I will never order from them again, and plan to dispute the charge with my bank.
I have loved and used Kerastase hair products for years AND in my last order everything was OVER perfumed to the point where I couldn't breathe. If you have your cat box in your bathroom maybe that is something you want? I don't know who would want that much perfume. I did contact the company and they said they reserve the right to change the scent of products any time and no scent is listed on the bottle for a reason. When I tried to leave product reviews, anytime I hit less than 4 stars for a product a pop up would say something went wrong and I would have to come back later. One bottle of shampoo for fine hair smelled okay but for some reason my hair is frizzy and full of static when I use it (I just finished a bottle and didn't have that problem). I honestly don't know what has happened to this brand but buyer beware - this is not the same product you received 8 months ago.
Purchased two items. The split and oil and the scalp oil. Boy arrived in the same shipment. The scalp oily box and product was sealed. I went to open the box for the split end oil and the box is damaged and the seal isn’t stuck down. I take the product out and the bottle has oil all over the outside of the bottle. Either it was returned or some how it wasn’t sealed. I asked for a replacement and they told me no be use it wasn’t damaged. What a joke.
DO NOT ORDER ONLINE FROM THIS COMPANY. I placed an order online on 11/29 which was supposed to be delivered 12/5. By 12/10 UPS reported the package was missing. I called kerastace and they told me I had to wait another 5 days before they could do anything. I called kerastace back on 12/18 as UPS officially reported the package was not recoverable. Kerastace told me they still couldn’t issue a refund and needed to send the request to another person who I might hear from in 3 business days with a possible refund. The customer service is so bad, I’ll never buy from them again. Too many other good products with good customer service.
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